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According to the latest Customer Satisfaction Index of Singapore (CSISG) for the retail sector released earlier this month, satisfaction levels in service quality for supermarkets had exceeded that of product quality for the first time in the index’s seven-year history.

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MANAGING TELCO CUSTOMER LOYALTY

According to the Customer Satisfaction Index of Singapore (CSISG) survey conducted by the Institute of Service Excellence (ISES) at SMU in the first quarter this year, customer satisfaction with the info-communications sector was at an all-time high, rising 2.6 per cent to achieve a score of 67.7 points.

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FINDING OUT HOW SMES SCORE

Since 2007, the Institute of Service Excellence at SMU (ISES) has been polling customers of companies from the services sectors to find out how satisfied they are with the level of service delivered.

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CUSTOMERS HAPPIER WITH SERVICE IN STORES

The annual index compiled by the Institute of Service Excellence at SMU (ISES) showed that the retail sector notched up 72.2 points on the Customer Satisfaction Index, higher than last year's 67.2 and surpassing the scores it has had in previous years.

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A TOTAL SHOPPING EXPERIENCE

The furniture segment's score on the annual Customer Satisfaction Index of Singapore (CSISG) surged 7.2 points to a record high of 74.9, beating the wider retail sector's score of 72.2.

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SUPERSIZING CUSTOMER SATISFACTION

Supermarkets’ service quality had shot up more steeply to match product quality's rating, driving the sector's Customer Satisfaction Index of Singapore (CSISG) score to an all-time high of 70, out of a possible 100.

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COMPLAINTS ABOUT SERVICE CAN BE POSITIVE

A recent poll conducted for the Go the Extra Mile for Service (GEMS) Up Movement showed that locals felt the performance of service staff here was below their expectations, a contrast compared to the views of tourists.

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SERVICE STAFF NOT GOING BEYOND CALL OF DUTY: SURVEY

Survey findings by market research group Taylor Nelson Sofres showed that most service staff in Singapore did enough to make customers' service experience acceptable, but they did not go beyond the call of duty.

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DFS GALLERIA SINGAPORE HEADS CUSTOMER SATISFACTION INDEX

DFS Galleria Singapore, one of the 14 downtown Gallerias by DFS Group worldwide, had topped the Customer Satisfaction Index of Singapore’s (CSISG) Departmental Stores sub-sector for the fourth year running, with a score of 79.8.

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INFO-COMMS AND RETAIL SECTORS REGISTER RECORD HIGH CUSTOMER SATISFACTION LEVELS

The info-communications and retail sectors have registered record high customer satisfaction levels.

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SATISFACTION WITH SERVICE LEVELS AT ALL-TIME HIGH

Although there were several extensive mobile service outages over the last three years, consumers appear to be still satisfied with the service standards of the info-communications sector, which achieved a record-high score in the latest Customer Service Index of Singapore released on Thursday.

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SMU FINDINGS: CUSTOMER SATISFACTION OF RETAIL AND INFO-COMMUNICATIONS INDUSTRY REACHES NEW HIGHS

Despite retailers' fears that their lack of manpower following tighter foreign labour policies could hit service standards and customer satisfaction, the Institute of Service Excellence at SMU (ISES) on Thursday gave the retail and info-communications sectors their best scores since the index was launched in 2007.

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CUSTOMER SATISFACTION HIGHEST SINCE 2007

Singapore's shoppers are happier with retailers than they have been since 2007, according to the latest Customer Satisfaction Index of Singapore (CSISG).

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HAPPIER CUSTOMERS IN RETAIL

Customer satisfaction in Singapore's retail sector hit a record high for the first quarter of this year.

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LONGER-TERM USERS ‘LESS LOYAL’ TO TELCOS

Customers who have subscribed to a mobile telco for more than two years have lower levels of customer loyalty than newer subscribers, a developing trend that suggests loyal customers are feeling less appreciated.

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INFO-COMMS AND RETAIL SECTORS REGISTER RECORD HIGH CUSTOMER SATISFACTION LEVELS

The info-communications and retail sectors have registered record high customer satisfaction levels.

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TIGHTENING FOREIGN LABOUR POLICIES FORCED SERVICE INDUSTRY TO EMBARK ON CHANGES

SMU Assistant Professor of Marketing (Practice) Marcus Lee commented on how SMEs in the service sector could improve on areas such as manpower, efficiency, productivity and customer satisfaction.

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CARE FOR A MANICURE BEFORE YOUR MEAL?

On why businesses offer seemingly non-core value-added services, SMU Assistant Professor of Marketing (Practice) Marcus Lee commented that “they are really trying to stand out from their competitors in an attempt to stave off the very real possibility of having to compete on price if their industry was commoditised.

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SMU INSTITUTE OF SERVICE EXCELLENCE AND THE PUDONG INNOVATION RESEARCH INSTITUTE TO RAISE COMPETITIVENESS FOR SHANGHAI’S ZHANGJIANG HI-TECH PARK

The Institute of Service Excellence at SMU (ISES) and the Pudong Innovation Research Institute signed a letter of agreement on Tuesday to develop a user satisfaction measure for services in Shanghai's Zhangjiang Hi-Tech Park together.

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ZHANGJIANG HI-TECH PARK TAKES SCIENTIFIC APPROACH TO SERVICE SECTOR

On 9 April, the Institute of Service Excellence at SMU (ISES) and the Pudong Innovation Research Institute (PIRI) signed an agreement to embark on a joint research programme aimed at developing a comprehensive user satisfaction measure for services offered in Shanghai’s Zhangjiang Hi-Tech Park.